Marianthy Zilellis
Melbourne,VIC
Summary
Accomplished manager with over 15 years of leadership experience in Banking, Finance, and Trade industries, recognized for driving operational excellence and process optimization. Expertise in strategic planning and team development has consistently resulted in enhanced business performance and reduced costs. Skilled in implementing cost-effective strategies, fostering high-performance teams aligned with company goals through effective leadership. Committed to using innovative problem-solving to further advance organizational success.
Overview
9
9
years of professional experience
Work History
Office Manager
Safe-House Compliance Group
Keilor, VIC
05.2023 - Current
- Reporting to the Directors, responsible for managing operations and business relationships with Real Estate Agencies
- Led process optimization projects to integrate new systems.
- Compliance audits for Plumbing, Electrical and Smoke Detector safety checks.
- Developed and implemented comprehensive company policies and procedures to ensure regulatory compliance and operational consistency
- Documented procedures and processes, creating training guides for staff to enhance performance and ensure adherence to best practices
- Established an effective onboarding process for all new staff members, facilitating seamless integration
- Implemented robust risk incident reporting, risk registers, and remediation plans to mitigate operational risks, and ensure business continuity.
- Successfully managed relationships with business partners, including onboarding and training for new acquisitions, fostering strong collaborative partnerships
Leader Credit Support
Redzed
01.2021 - 02.2022
- Led the Originations team, overseeing the processing of loan applications and conducting KYC for new customers
- Played a pivotal role in driving operational efficiency and improving time to decision on applications
- Implemented an operational rhythm for the team, optimizing workflow and enhancing productivity by 10%
- Provided comprehensive credit training to team members, ensuring a high standard of application processing and accuracy
- Increased fraud awareness within the organisation through training and sharing industry knowledge
- Introduced performance reporting mechanisms to track team metrics and identify areas for improvement
- Collaborated with senior management to improve decision-making processes and streamline application workflows, resulting in a reduction in error rates and improved customer satisfaction
- Established effective communication channels with stakeholders, including regular reporting to the Head of Credit Risk and providing feedback to business partners on application submissions
Banking Operations Manager
ME Bank
01.2018 - 11.2020
- Managed a diverse team of over 45 staff across multiple functions, including Fraud, AML/CTF, Transaction Solutions, and Treasury Settlements
- Responsible for ensuring operational excellence, regulatory compliance, and customer satisfaction
- Collaborated with key business stakeholders to develop and implement the Broker investigation process within Fraud, driving robust review and consequence management for fraudulent brokers
- Identified and addressed gaps in fraud loan management processes, resulting in the successful resolution of 7 construction loans with no losses
- Implemented controls and processes to reduce reconciliation write-offs by 95% over 12 months, enhancing operational efficiency and reducing financial losses
- Worked closely with the Operational Risk team to strengthen AML/CTF controls and mitigate operational risks effectively
- Lead the review and update of internal operational manuals, providing guidance on OCDD and ECDD processes to enhance operational efficiency and compliance
- Implemented AOM disciplines in the team, enabling leaders to drive operational excellence through consistent training and guidance
- Lead initiatives to improve the customer experience, including streamlining dispute resolution processes and reducing SLAs to industry-leading levels
- Actively participated in industry forums, including Equifax, to remain informed about evolving fraud trends and engage in collaborative efforts with external partners
- Successfully conducted internal fraud investigations and submitted comprehensive reports for review by second-line authorities, ensuring thorough risk assessment and mitigation
Team Leader Fraud
ME Bank
12.2015 - 01.2018
- Led a team of over 17 staff members, managing fraud losses and enhancing the customer experience through effective dispute resolution processes and investigations
- Joined the Fraud disputes team in January 2018 during a critical period where the team lagged four months behind SLA with disputes
- Addressed several customer complaints and disputes that had missed deadlines for chargebacks
- Recognized the need for enhanced rigor around AOM principles and processes
- Implemented structured huddles twice daily to drive team engagement and alignment with organizational goals
- Facilitated connections between the team and the broader business by introducing special guests and fostering regular communication channels
- Overhauled the disputes process and established a documented procedure to ensure consistency and efficiency
- Organized Mastercard training sessions for the team to enhance skill sets and ensure proficiency in handling fraud cases
- Promoted to Manager of Banking Operations in January 2018 in recognition of leadership and performance excellence
- Successfully introduced huddles into the team's daily operating rhythm to promote collaboration and accountability
Education
Bachelor of Business and Commercial Law -
01.2007
Nagle College -
01.2000
Real Estate Agents Representative
Entry Education
Melbourne, VICSkills
- Fraud Case Management
- AMLCTF
- Collaborative Leadership
- Communication
- Strategic thinking
- Change Implementation Leader
- Risk Mitigation Strategies
- Collaborative
- Stakeholder Management
- Business and operations management
- Process Improvement
- Team leadership
- HR planning
- Staff management
- Forecasting and scheduling
- Operations oversight
- Staff development
References
Available upon request
Timeline
Office Manager
Safe-House Compliance Group
05.2023 - Current
Leader Credit Support
Redzed
01.2021 - 02.2022
Banking Operations Manager
ME Bank
01.2018 - 11.2020
Team Leader Fraud
ME Bank
12.2015 - 01.2018
Bachelor of Business and Commercial Law -
Nagle College -
Real Estate Agents Representative
Entry Education
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